CSM Magazine

JANUARY 21, 2021

The amount of time we spend on the Internet rocketed last year due to the global pandemic. We buy online, spend our free time surfing the web, work in the digital space, and open web-based businesses. Basically – we live online – and leave a lot of our personal information there. A consequence of that significant shift is that it has opened up a wider field for hackers to obtain this data.

Data 52

Data Guidelines Measurement Policies 52

GetFeedback

JANUARY 21, 2021

Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it.

Feedback 370

Feedback Customers Customer Service 370

NICE inContact

JANUARY 21, 2021

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience. Agents can engage with customers on these digital channels but so can bots, using the same rules you're applying to a chat on your website.

Customer Experience 268

Customer Experience Meeting Connections Customers 268

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Live chat has quickly become the most popular digital customer service channel for small businesses and large – and it shouldn’t come as a surprise.

Video 246

Video Social Media Software Knowledge Base 246

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Steve DiGioia

JANUARY 21, 2021

Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it. So, what tactics work for you? Oh, you don’t want to give up your secrets.

Tips 195

Tips Hospitality Training Industry 195

Vanilla Forums

JANUARY 21, 2021

We learned so much about online community building in 2020 - probably far more than some ever intended to learn. Fortunately, many leaders have paved the path to better digital communities before 2020 and have imparted lessons to us through this transformative year.

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Bizagi

JANUARY 21, 2021

What is Low-Code Automation? Low-code automation is a means of automating business processes that requires little coding, making it easier for non-technical business users to get hands-on with automation projects and decreasing reliance on developers and software engineers. Forrester Research describes low-code automation platforms as “Application development platforms that enable rapid application delivery with minimal hand-coding, and quick setup and deployment.”.

Software 98

Software ROI Marketing Training 98

Feedbackly

JANUARY 21, 2021

Despite its popularity, many assume Customer Experience (CX) as a superfluous strategy only meant for companies that can afford quality resources and analytical tools. Source.

Company 98

Company Analytics Resources Strategy 98

Wootric CX Blog

JANUARY 21, 2021

You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do we have? How many Detractors?” You may be asking yourself “What is NPS and what should we be doing with it?” . Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty. By asking customers to rate their likelihood to recommend a product or service on a 1-10 scale, you can gain actionable insights to guide decisions across your business.

NPS 98

NPS Net Promoter Score Effort Score Survey 98

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Learn how Steve and Troy are helping CX leaders make steady progress to achieve the next level of CX excellence for their companies by listening to the podcast below.

B2B 95

B2B Company B2C Customer Centricity 95

dscout People Nerds

JANUARY 21, 2021

Learn how to tell your project’s story—all while showing off your own skills. .

Case Study 122

Case Study Study How To 122

One Millimeter Mindset

JANUARY 21, 2021

Will your project or business cases undersell your team’s value? Again? What is your track record of success? Creating project or business cases is part of how you “do” your job. Regardless of whether you sell, manage, measure and fix and control, or serve. There is a template and a series of justifications / questions to follow. The object is to justify investment in the project (or sale) based on anticipated outcomes.

Leadership 81

Leadership Return on Investment Innovation Groups 81

Oracle

JANUARY 21, 2021

2020 was a year that left brands and businesses scrambling to adapt to rapid changes while still providing excellent customer experience. What once was a novelty, like curbside pickup or contactless payment, is now necessary for survival. Tech that seemed nice-to-have is now required. Pivoting and shifting are required for sustainability. So where does that leave businesses and consumers in the new year?

Social Media 81

Social Media Return on Investment Consumers Contact Center 81

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

dscout People Nerds

JANUARY 21, 2021

Avoid these common usability testing pitfalls by observing, not just listening, to your participants. .

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Interactions

JANUARY 21, 2021

This blog is written courtesy of Interactions R&D team. When should AI say: “I don’t know”? No one is perfect! Humans make mistakes, and so do machines. An admirable quality in humans is to accept one’s mistakes. It turns out that it is also a valuable quality for AI. In recent years, the role of AI has become prominent in every aspect of our lives.

System 62

System Training Measurement Chatbots 62

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. How do you create a customer journey map? What is a touchpoint in the customer journey? Which touchpoints should you include in your customer journey map?

Customer Journeys 62

Customer Journeys Touchpoint Exercises Measurement 62

Perkville

JANUARY 21, 2021

We take security seriously at Perkville and plan to publish issues that we find and resolve, even if they are minor and there is no evidence a breach occurred, to ensure that we stay in compliance with legal requirements as well as to establish trust with our customers.

Connections 92

Connections Customers 92

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Forrester's Customer Insights

JANUARY 21, 2021

Last year ended up being a tale of two cities for the channel. On one hand, customers and governments recognized partners as an essential service and central to their ability to rapidly respond to a worsening pandemic early in the year. With catlike reflexes, the IT channel emptied the laptop supply chain and became […].

Government 70

Government Omni-Channel B2B Customers 70

Call Experts

JANUARY 21, 2021

HRIS, Human Resource Information System, is a software solution used for data entry, tracking, and management of an organization’s HR-based operations. More specifically, an accessible and actionable database, facilitating easy and seamless operations of all Human Resource Systems either hosted on an organization’s in-house server, cloud, or an outsourced vendor’s environment.

Resources 52

Resources System Technology Trends 52

Confirmit

JANUARY 21, 2021

Have you the ground running in 2021? So far it’s looking a lot like 2020, but there is light at the end of the tunnel – and we have something more to motivate you and your team. The 2021 Confirmit ACE Awards open for submission next week. And I think we could all do with something to look forward to! It’s time to rally the troops and win yourselves one of the most prestigious accolades in CX.

Customer Voice 52

Customer Voice Employee Experience Marketing Customer Experience 52

SurveySparrow

JANUARY 21, 2021

Most Companies conduct Employee Assessments regularly, at least once a year. It is a useful tool in managing employee performance and details how the employee’s work performance matches expectations. These results are often tied with bonuses and promotions. Your employees’ performance translates into the organization’s overall performance and keeping track of their achievements is a crucial but extensive task.

Employee Engagement 52

Employee Engagement Feedback Survey Leadership 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Uplight

JANUARY 21, 2021

Uplight had our all-company remote meeting called the Upsite this January. Like most all-company get-togethers, we took advantage of the time in order to align our goals and priorities, building stronger connective tissue throughout the team. Zones of Genius are the things you do that while you’re doing them, time falls away. You could go Read More.

Meeting 52

Meeting Connections Company 52

PK

JANUARY 21, 2021

How should businesses tackle their API strategies? I get asked this question a lot when consulting API teams. The answer: organizations should adapt their APIs to serve customers, and productized […]. The post Webinar recap: The incredible power of productized APIs appeared first on PK.

Consulting 52

Consulting Strategy Innovation Customers 52

CSM Magazine

JANUARY 21, 2021

As more people these days prefer to buy items online, online shopping has been a trend. Gone are the days when people are going to stores or malls physically- the traditional way, because of the advantages that online shopping gives. For those looking to improve their purchase choices and save money, online shopping can be an incredible tool. With other shops, online retailers are extremely competitive, which pushes prices down.

Retail 52

Retail Trends Sales Consumers 52

inSided

JANUARY 21, 2021

Customer Success, traditionally, has been perhaps one of the most under-appreciated functions in a company. As a result, they’ve also been painfully underserved when it comes to technology. But things are looking up. Because 2020, while a terrible year in many ways, highlighted the importance of Customer Success more than ever. And not only that, Customer Success finally received recognition as a real growth driver, rather than a mere support function.

Customer Success 52

Customer Success Technology Survey Customers 52

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

The DiJulius Group

JANUARY 21, 2021

In this world of what seems like recession, depression, and destruction all around us, if you truly look closely and dive deeper, we’re now in a time of greater possibilities. And it takes a revolutionary to see that! What Does It Take to be a Revolutionary? Never say or accept “I gave my best” Saying. Read Full Article. The post What It Takes to Be a Revolutionary appeared first on The DiJulius Group.

Groups 52

Groups Culture 52

Forrester's Customer Insights

JANUARY 21, 2021

As organizations prepare for 2021 and beyond, they need to focus on what matters most, which includes examining market trends and understanding buyer needs. Here are the five key actions portfolio marketers must take.

Marketing 63

Marketing Trends Customer Centricity Customers 63

Knowmax

JANUARY 21, 2021

How to strengthen internal communication using knowledge base.

Knowledge Base 52

Knowledge Base Communication How To 52